The Association of Medical Insurance Intermediaries (AMII) has accused insurers of creating a “black-hole on earth” into which its queries, letters, faxes and requests disappear.
The AMII Insurer Performance Survey 2001 researched broker’s opinions of the service provided by 12 insurers. It found that insurers could be costing each firm of intermediaries an average of £15,000 a year in lost time.
Five insurers: Standard Life, BCWA, Exeter, Permanent Health and Clinicare led the way with average results that were virtually the same. Three brought up the rear: Norwich Union, Legal & General and Universal Provident.
Response to letters was one of the most disappointing results of the exercises, with a “pretty miserable performance all round”.
However, Bupa was praised for the transformation it has made in its intermediary services over the last year.
AMII chairman Bill Poynton said: “Last year we had very clear winners. I do not see how we can nominate anyone this year. Overall the service given to us has deteriorated dramatically.”
See profile page 25